Customer Service - Ralph Lauren (Hiring Immediately)
Teleperformance
£22.3k per year
Glasgow, Glasgow City, G31 3AU
Full time, permanent
The Breakroom Take
- Respectful managers
- Proper breaks
About Teleperformance
Teleperformance is an outsourcing company. They provide debt collection, customer care and technical support services.
Job description from Teleperformance
**We are an equal opportunities employer and we welcome applications from all
suitably qualified persons**
This role is fast paced and exciting where each day is different! No boring
repetition of going through the motions. You will be working for the Ralph
Lauren Brand, a prestigious company where we value and reward outstanding
customer service.
We are looking for candidates who will be the flag bearers for the brand,
assisting Ralph Lauren customers from all around the world with their
enquiries via phone, email and webchat.
Do you want to talk to Paris, Munich and Milan? Do you love fashion? Do you
live and breathe your brands? Then this is the ideal role for you! We want to
hear from you!
* **37.5 hours per week**
* **Start Date: Monday 28 th October 2024**
* **Permanent, Full-time Contract!**
* **Salary: £22,308**
* **Comprehensive training to help you succeed: 4 weeks - Monday - Friday 09:00 - 17:30**
* **This is work on site, City Park, Alexandra Parade, Glasgow - WORKING FROM HOME IS NOT AN OPTION FOR THIS ROLE**
* **Shifts between**
**08:00 - 21:00 Monday – Friday, 09:00 -21:00 Saturday & 08:00 – 18:00
Sunday**
**Key Responsibilities and Accountabilities _(may perform other duties as
requested not specifically addressed in this document)_**
* Managing escalations while maintaining the relationship between departments and servicing clients’ needs
* Your day to day duties will include handling escalations with our customers via phone, email & live chat.
* Providing direct feedback to your peers and our client Ralph Lauren
* Providing support with daily administrative tasks
* Handling Specialist Tier 1 queues to overturn customer experience – across all 3 channels
* Completing second contact resolution across all 3 channels
* Ensure all administrative tasks are completed in timely manner, maximum efficiency & self-management required
* High level communication skills are required as successful candidates will be required to communicate with our client Ralph Lauren and their customer base.
* Quickly and efficiently identifies customer requirements and proactively delivers solutions
* Applies discretion and delivers timely judgments with the primary goal of resolving the customer’s problem and ensuring the retention of a satisfied customer
* Embraces training, coaching and development to become a knowledge expert in terms of the client’s products and services, effectively promoting brand values to customers
* Keeps ahead of any changes to campaignaccount information and takes every opportunity to increase campaign knowledge
* Manages and takes ownership of own performance with the use of Monthly Balanced Performance Scorecards and applies every effort to meet and exceed Key Performance Indicators (KPI’s) and Performance targets
* Ensures that a great customer experience is at the heart of everything they deliver
* Consistently demonstrates the Teleperformance values of Professionalism, Integrity,
**Commitment, Innovation and Respect in every interaction**
* Manages own attendance effectively including, holiday entitlement, sickness and lateness
* Ensures highest levels of data protection, security adherence and prevention of fraud within own role
* Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and work in a positive way · Other duties as assigned.
**Work Experience**
* 12 months of customer service experience, preferably in a contact centre environment
* Retail experience is highly desirable
**Required Skills**
* To be able to provide an exceptional level of customer service in a timely manner whilst working in a fast-paced luxury retail environment whilst adhering to our policies and procedures
* Excellent communication skills both written and verbal enabling you to engage in effective conversations, build strong connections and show empathy with customers
* The ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
* Be resilient to a continuous changing environment
* Problem-solving aptitude and the capacity to think on your feet
* Have excellent attention to detail
* Takes personal accountability for time management & absence
* Comprehensive computer skills
* Effective use of Office tools including email, use of internet browsers and others
* Can consistently demonstrate a high level of spelling, punctuation and grammar to communicate effectively with a luxury client.
We look forward to getting in contact with you if you have any customer
service experience or if you are looking to broaden your skills into a
customer-focussed role – a friendly team player with the right attitude will
thrive and feel right at home with TP.
What employees say
Pay
-
Needs improving
-
Most people aren’t paid a living wage
Do Teleperformance pay customer service advisors enough to live on?
Most people are not paid a living wage.
How we know this
79% of people say they are paid below the Real Living Wage for where they live.Based on data from 38 people who took the Breakroom Quiz between September 2023 and September 2024.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are £12.00 per hour, and £13.15 per hour in London.
Find out more in our explainer about the Real Living Wage.
Needs improving
-
Most people are paid below market rates
Do Teleperformance pay customer service advisors market rates?
Most people are paid less than average for their job.
How we know this
92% of people are paid below average for the type of work they do.Based on data from 53 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Needs improving
-
Under 21s get paid less than everyone else
Do customer service advisors at Teleperformance get paid the same regardless of age?
No, people under the age of 21 get paid less than those above 21.
See what Teleperformance pays different age groupsHow we know this
The average pay of under 21s is less than those who are over 21.Based on data from 66 people who took the Breakroom Quiz between September 2022 and September 2024.
Needs improving
-
Most people don’t get paid breaks
Do customer service advisors at Teleperformance get paid breaks?
No. Most people don’t get paid breaks.
How we know this
92% of people say they don’t get paid breaks.Based on data from 52 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Needs improving
-
Most people don’t get sick pay
Do Teleperformance pay customer service advisors sick pay?
No. Most people don’t get proper sick pay.
How we know this
96% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 52 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Okay
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Some people do unpaid extra work
Do customer service advisors at Teleperformance do extra work that they don't get paid for?
Sometimes. Some people do unpaid extra work.
How we know this
36% of people report that they do extra work that they don’t get paid for.Based on data from 42 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
-
Needs improving
-
Less than 4 weeks notice of shifts
How much notice do customer service advisors get of their shift pattern at Teleperformance?
Most people don’t get 4 weeks notice of when they’re working.
How we know this
- 19% of people with changing schedules report getting one week notice or less.
- 36% of people with changing schedules report getting two weeks notice.
- 21% of people with changing schedules report getting three weeks notice.
- 24% of people with changing schedules report getting four weeks notice or more.
Based on data from 42 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
At a good job, you get plenty of notice about when you’re working.
This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.
Good
-
Most people don’t worry about their hours
Do customer service advisors at Teleperformance worry about hours?
Most people don’t worry about getting enough hours.
How we know this
91% of people report they don’t worry about getting enough hours.Based on data from 32 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
At a good job, you shouldn’t have to worry about getting enough hours each week.
A good job should guarantee you a minimum number of hours in a contract, if you want it.
This makes it easier to plan your finances, because you know how much you’ll be earning.
Needs improving
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Most people don’t get any choice of shifts
Do customer service advisors at Teleperformance get to choose the shifts they work?
Most people don’t get enough choice over which shifts they work.
How we know this
82% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 44 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Needs improving
-
Hard to change shifts
How easy is it for customer service advisors at Teleperformance to change shifts?
Most people find it hard to change shifts.
How we know this
83% of people report that it’s hard to change shifts if they need to.Based on data from 30 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Needs improving
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Hard to book holiday
How easy is it for customer service advisors to book a holiday at Teleperformance?
Most people find it hard to book holiday.
How we know this
68% of people report it’s hard to book holidays.Based on data from 37 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Good
-
Shifts don’t get changed at short notice
Do Teleperformance managers change customer service advisors shifts at short notice?
Most managers don’t change people’s shifts at short notice.
How we know this
85% of people say their manager doesn’t changes their shifts at the last minute.Based on data from 40 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Okay
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Some people find it hard to take sick leave
How easy is it for customer service advisors to take sick leave at Teleperformance?
Some people find it hard to take sick leave.
How we know this
59% of people report that it’s hard to take time off if they are sick.Based on data from 46 people who took the Breakroom Quiz between September 2023 and September 2024.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Okay
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Only some parents say it’s good
Is working as customer service advisors at Teleperformance good if you have caring responsibilities?
Only some parents and carer say this is a good place to work.
How we know this
55% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 29 people who took the Breakroom Quiz between October 2022 and August 2024.
Why this matters
Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.
Workplace
-
Okay
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Only some people feel treated with respect
Do customer service advisors at Teleperformance feel treated with respect by their managers?
Some people don’t feel treated with respect by their managers.
How we know this
36% of people say they’re not treated with respect by their managers.Based on data from 42 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Good
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Most people get proper breaks
Do customer service advisors at Teleperformance get proper breaks?
Most people get proper breaks.
How we know this
76% of people report that they get to take proper breaks.Based on data from 46 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Needs improving
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Most people are stressed
Is it stressful for customer service advisors to work at Teleperformance?
Most people feel stressed here.
How we know this
80% of people say they often feel stressed at work.Based on data from 49 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Needs improving
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Most people don’t enjoy their job
Do customer service advisors at Teleperformance enjoy their jobs?
Most people don’t enjoy their job.
How we know this
71% of people report they don’t enjoy their job.Based on data from 41 people who took the Breakroom Quiz between October 2023 and September 2024.
Okay
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Only some people recommend their team
Do customer service advisors at Teleperformance recommend working with their team?
Only some people recommend working with their team.
How we know this
66% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 53 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Okay
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Only some people get enough training
Do customer service advisors get enough training when they start at Teleperformance?
Some people did’t get enough training when they started.
How we know this
53% of people report they didn’t get enough training when they started working here.Based on data from 43 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Needs improving
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Most people don’t get support to progress
Are customer service advisors given support to progress at Teleperformance?
Most people aren’t given support to progress here.
How we know this
In the last year, 77% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 43 people who took the Breakroom Quiz between September 2023 and September 2024.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Needs improving
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Head office doesn’t understand what’s happening
Do customer service advisors think Teleperformance head office understands what's happening where they work?
Most people think head office doesn’t understand what’s happening where they work.
How we know this
73% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work.Based on data from 41 people who took the Breakroom Quiz between October 2023 and September 2024.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Okay
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Only some people feel well informed by head office
Do customer service advisors feel well informed about how Teleperformance is doing?
Only some people feel well informed about how the company is doing.
How we know this
54% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 46 people who took the Breakroom Quiz between September 2023 and September 2024.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What Teleperformance employees say about their job
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Best thing
Paycheck and some half decent TLs
Worst thing
Stress, no extra benefits, difficulties booking holidays, lack of personal,low salary.very basic traing, sometimes feels like wack a mole situation.
Teleperformance Employee, September 2024
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Best thing
Remote good for parents
Worst thing
Holidays, shift patterns
Teleperformance Customer service advisor, August 2024
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